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Frequently Asked Questions (FAQs)

Home » Customer Care » Customer Bill of Rights » Frequently Asked Questions (FAQs)

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About Billing

What happens if my bill is not paid by the due date?

A delinquent letter is automatically sent requesting payment.

I haven't paid my bills; how do I know if my water is scheduled for disconnection?

Contact the Customer Service Department and speak with a Customer Service Representative.

Will I have to pay to have my service reconnected if it is shut-off due to nonpayment?

Yes, In NJ, you must pay the entire balance owed plus a $28.00 reconnection fee. In DE, please see the TUI Tariff for associated charges.

My water service has been stopped for nonpayment. How can I restore my service?

Contact the Customer Service Department and a representative will let you know the amount that is owed. Once full payment has been received and a restoration order has been issued, your service will be restored within 24 hours.

How do I know what I am charged for rates?

You can view current company tariffs at the company pull down section of our website labeled Rates Information. The tariff can be found there.

If my service is shut off and I pay my bill, how soon will service be reconnected?

Service is generally restored within 24 hours of receipt of cash, money order or certified check payment.

Can I pay your representative in order to keep my water on?

Middlesex Water generally prohibits utility workers from accepting payments of any kind. Please call our Customer Service office to make payment arrangements.

Can I pay my bill online?

For added convenience and flexibility, we offer our customers a way to pay their bills online through our MyH20 online pay portal. This saves you postage, paperwork and helps the environment. You can access the Pay Online pay portal from our home page.

Why do I have to pay a minimum charge every month, even if I use very little water?

Your bill is comprised of a service charge and a consumption charge. The service charge portion of your bill is designed to recover a portion of the fixed costs incurred in providing water service. These costs include the cost of maintaining the supply, treatment, distribution and service facilities that are needed to provide water service to your home or business. This charge appears on every bill and does not vary with consumption, but is related to the size and flow capacity of your meter. The consumption charge reflects the amount of water you actually used.

What if I know I am going to have trouble paying my bill this month?

If you receive a bill that is more than you expected and you know you will have trouble paying it by the due date, we encourage you to contact us right away. Our representatives will be happy to work with you to establish satisfactory payment arrangements. We want to help you find a way to keep your service so you don’t have the added burden of a disconnect fee.

How often are meters read?

Residential and commercial accounts are read approximately every 90 days.

What happens if my bill is not paid by the due date?

A delinquent letter is automatically sent requesting payment.

I haven't paid my bills; how do I know if my water is scheduled for disconnection?

Contact the Customer Service Department and speak with a Customer Service Representative.

Will I have to pay to have my service reconnected if it is shut-off due to nonpayment?

Yes, you must pay the entire balance owed plus a reconnection fee.

My water service has been stopped for nonpayment. How can I restore my service?

Contact the Customer Service Department and a representative will let you know the amount that is owed. Once full payment has been received and a restoration order has been issued, your service will be restored within 24 hours.

How do I know what I am charged for rates?

You can view current company tariffs at the company pull down section of our website labeled Rates Information. The tariff can be found there.

If my service is shut off and I pay my bill, how soon will service be reconnected?

Service is generally restored within 24 hours of receipt of cash, money order or certified check payment.

Can I pay your representative in order to keep my water on?

Middlesex Water generally prohibits utility workers from accepting payments of any kind. Please call our Customer Service office to make payment arrangements.

Can I pay my bill online?

For added convenience and flexibility, we offer our customers a way to pay their bills online through our MyH20 online pay portal. This saves you postage, paperwork and helps the environment. You can access the Pay Online pay portal from our home page or CLICK HERE.

Why do I have to pay a minimum charge every month, even if I use very little water?

Your bill is comprised of a service charge and a consumption charge. The service charge portion of your bill is designed to recover a portion of the fixed costs incurred in providing water service. These costs include the cost of maintaining the supply, treatment, distribution and service facilities that are needed to provide water service to your home or business. This charge appears on every bill and does not vary with consumption, but is related to the size and flow capacity of your meter. The consumption charge reflects the amount of water you actually used.

What if I know I am going to have trouble paying my bill this month?

If you receive a bill that is more than you expected and you know you will have trouble paying it by the due date, we encourage you to contact us right away. Our representatives will be happy to work with you to establish satisfactory payment arrangements. We want to help you find a way to keep your service so you don’t have the added burden of a disconnect fee.

About Service

What are Customer Service hours of operation?

Our Call Center hours of operation are Monday through Friday from 9 a.m. to 5 p.m.

What is the Customer Service phone number?

In New Jersey, please call 1- 800-549-3802

In Delaware, please call 1-877-720-9272

How do I sign up for service, transfer service and/or disconnect service?

Contact our Customer Service Center at (800) 549-3802 will be able to assist you in starting, stopping or transferring service.

Why does the water company flush water mains (pipes) and hydrants?

Each year, Middlesex Water Company and its affiliates perform maintenance on our water distribution system. To cleanse the system, we systematically open our fire hydrants to increase water flows – allowing us to “flush” any minerals and deposits from the pipes. This essential preventive maintenance helps us to continue to provide customers with high-quality water service.

Can I still use my water service while lines are being flushed?

While flushing the system won’t interrupt your water service, when crews are working in your area, you may notice a temporary drop in water pressure or discolored water. This is normal. If discolored water occurs, let the cold water run until clear before using it again and refrain from doing laundry during that time.

What if discolored water occurs?

Check for discolored water before using the washing machine or dishwasher. Wait until the water runs clear at the cold water tap in the lowest level of your home before doing laundry or running the dishwasher. NOTE: If your laundry becomes stained, DO NOT PUT YOUR LAUNDRY IN THE DRYER. Rewash clothes immediately using detergent and add a rust remover. Most rust removers can also be used on stained fixtures. In some cases, slight discoloration might linger for a few hours. This discoloration only affects the appearance of the water and does not affect water quality. No health hazards are associated with discolored water from hydrant flushing.

About Water Use

How much water does the average person use at home per day?

Estimates vary, but each person uses about 100 gallons of water per day. Americans drink more than 1 billion glasses of water a day.

Why does my water sometimes have a chlorine taste and odor?

Like many public water suppliers, Middlesex Water Company is required by law to provide disinfectant (chlorine) to the water during the treatment process to kill germs. This may mean that you may encounter chlorine-type tastes or odors from time to time. If you find this unacceptable, collect tap water in a container, shake it and let it stand for a while before covering the container and placing it in the refrigerator for drinking. The chlorine odor will dissipate.

Why does drinking water often look cloudy when first taken from a faucet
and then clear up?

The cloudy water is caused by tiny air bubbles in the water similar to the gas bubbles in carbonated soft drinks. After a while, the bubbles rise to the top and are gone. This type of cloudiness occurs more often in the winter when the drinking water is cold.

Why does the dishwasher sometimes leave spots on glasses?

The spots that may appear on glassware after washing and air drying are caused by nontoxic minerals that remain on the glass when the water evaporates. Spots on glass shower doors appear for the same reason. Commercial products are available that allow the water to drain from glassware more completely.

I've heard about people installing filters or home treatment devices?
Is that really necessary?

Water provided by your utility meets all state and federal primary standards for drinking water quality. However, some customers may choose to install additional home treatment devices to meet their personal preferences. These treatment devices do not necessarily make the water safer or healthier to drink. And, if not properly maintained, can actually cause water quality problems.

Do we really need to drink eight glasses of water a day for good health?

Our bodies need fluid, even when we don’t feel thirsty. But keep in mind that beverages such as juice, milk and soft drinks and many foods are almost all water and count towards the required fluid intake. Water is usually recommended over other beverages, however, because it does not contain caffeine or sugar.

What is best to use for cooking – hot or cold tap water?

It is best to use cold water. Hot water can contain rust, copper and lead or other impurities from your household plumbing because these contaminants dissolve more quickly into hot water than into cold water.

Should I be worried about lead in my water?

Exposure to high levels of lead is a serious health risk. Lead builds up in the body over many years and can cause damage to the brain, red blood cells, and kidneys. The greatest risk is to young children and pregnant women and their unborn babies. Amounts of lead that won’t harm adults can slow down the normal mental and physical development of children, particularly those under 6 years old.

Most lead exposure comes from nonwater sources such as contaminated soil, dust, or paint chips. However, while it’s rarely found in water leaving a treatment plant or traveling through a main, lead can be present in drinking water. Lead enters water as a result of corrosion, as water comes into contact with lead materials in home plumbing, or in some cases, with lead pipes connecting homes to water mains. Customers should be conscious of the composition of their service line and home plumbing components and replace any lead material.

One simple method to help you avoid high lead levels is to flush your water tap. If the faucet has gone unused for more than a few hours, let the water run until it’s noticeably colder (this may take two minutes or more) before using it for drinking or cooking. That means you’re getting water from the main, where lead is rarely present. Catch the water you flush out and use it for watering plants, so that it doesn’t go to waste.

You can also have your water tested for lead by a state-approved laboratory. If the test shows a high value (more than 0.015 mg/L), contact your water utility for additional information on how best to protect yourself and your family. USEPA, the Centers for Disease Control and Prevention (CDC), and your local health department can provide important information on the negative health effects associated with lead.

What are some ways I can conserve water?

Fixing leaking faucets and toilets is a great start. If your faucet is dripping at a rate of one drop per second, you can waste up to 2,700 gallons per year, adding to increases in your water bill. The average leaky toilet can waste about 200 gallons of water per day. That’s over 6,000 gallons a month for just one leaking toilet! Some toilets may produce a running water sound that is easy to hear. Some leaks are visible as a small trickle running from the rim to the water in the bowl. One way to find out if you have a toilet leak is to place a drop of food coloring in the toilet tank. If the color shows up in the bowl within 10 minutes without flushing, you have a leak. Make sure to flush immediately after this experiment to avoid staining the tank.

My HOT water has sediment and/or odor, what should I do?

Sediment can gather inside your water heater causing a loss in efficiency and, at times, discolored water. If you notice that your cold water is clear and the water from your hot water tap is discolored, you may need to flush your hot water.

General Questions

How does water get to our homes and businesses?

A network of transmission and distribution mains transports water from our plants and wells to our customers’ homes and businesses for their use. The pipelines range in size from 6″ to 48″ in diameter and are generally located within the public street rights of way. Other facilities include control valves, fire hydrants, service lines and meters. Fire hydrants used by local fire departments are connected directly to our distribution mains. Service lines are smaller pipes that bring the water from the distribution mains to the connection with customer’s homes or businesses.

What is potable water?

Potable (which rhymes with floatable) means water that is safe to drink. Potable water must come from a natural source, e.g. surface or groundwater, and must meet or be better than federal and state standards for drinking water quality.

What is hard water?

Many customers inquire about the hardness of water when purchasing dishwashers, water heaters and washing machines. Hardness in water is caused by two minerals: calcium and magnesium. If your water contains substantial amounts of these minerals, water is said to be hard because making a lather or suds is hard to do. Water containing little calcium or magnesium is usually called soft water. Water hardness varies depending on where you live and what source water you are receiving at the time. Call our Customer Service Department to receive the latest water hardness updates.

In towns and cities, what is the major cause of pollution of drinking water sources?

The major source of pollution in towns and cities is rainwater that flows into street catch basins (called urban runoff or storm water runoff). While the rainwater alone is not necessarily harmful, it frequently carries untreated waste products from our streets and yards directly to rivers, lakes, and streams – our drinking water sources.

What can I do to prevent water pollution?

We can all play a role in protecting water quality in our neighborhoods. You can prevent pollution by limiting the use of fertilizers, pesticides and herbicides on your garden and lawn. Also use proper methods to dispose hazardous household waste such as bleach, motor oil, paint, household cleaners and pharmaceutical and personal care products. Some towns have drop off areas for these items. Check with your local Public Works Department for guidelines. These simple actions can prevent hazardous materials from seeping back into the soil and contaminating water supplies.

What causes water mains to break?

Adverse weather conditions and significant changes in temperature can build up pressure and stress in a water main which, in some cases, can lead to cracks and eventually cause the pipe to break. The age of the pipe and soil conditions may also play a role. You can usually tell when a water main break has happened because water is bubbling up from the ground. Sometimes breaks are less noticeable and may only be detected by a loss of water pressure. We strive to repair water main breaks and restore service as quickly as possible. Water service may be interrupted while the main is being isolated and repaired but is resumed once the pipe has been replaced, flushed and water samples taken to ensure water quality.

Is bottled water better than tap water?

There is no evidence to show that bottled water is better than tap water. All tap water is regulated by the USEPA and must meet strict standards as set forth in the Safe Drinking Water Act. Bottled water is regulated by the U.S. Food and Drug Administration. The water provided by community water systems is regularly tested for compliance with state and federal regulations, whereas bottled water suppliers do not have such stringent reporting or testing requirements.

How does the Safe Drinking Water Act protect consumers?

The Safe Drinking Water Act requires community water systems to collect frequent samples and conduct extensive laboratory tests. States implement the federal law and may add requirements of their own. Testing results are reported to the state regulatory agency (usually the state health department) and are made available to all of us.

Who owns water rights? 

The right to use water from lakes, rivers or ground water sources is granted by the Federal government and State agencies. Water utilities do not own the water. Their role is to collect, treat and distribute clean and safe water in a reliable manner. In most states the actual water is held in public trust and local water utilities are allowed to remove the water from a source (river, ground, lake) with permission from a governing body. For providing this service, water utilities generally charge less than 1 penny per gallon for the water.

Middlesex Water Company

Middlesex Water Company
485C Route 1 South, Suite 400                             Iselin, NJ 08830

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MATERIALS VERIFICATION TEST

The Materials Verification Test below can help you figure out if you have a lead, galvanized steel, copper, or plastic service line on the portion of the service line you own. When you have completed the visual inspection, please submit your results using the following survey link. If you have a lead or galvanized steel service line, Middlesex Water will contact you to confirm the results and schedule your service line replacement.

What you need:

  1. House key or coin
  2. Strong refrigerator magnet

Steps to check your service line:

  1. Find the water meter in your basement or outside your home and look at the service line that enters the water meter.
  2. Use the house key or coin to carefully scratch the pipe surface.
  3. Compare the scratched area to the following descriptions:
    • If it looks shiny and silver, the pipe is made of lead. A magnet will not stick to a lead pipe.
    • If it is a dull gray color with no noticeable scratch on the surface, the pipe is galvanized steel. A magnet will stick to a galvanized steel pipe.
    • If it is the same color as a penny, the pipe is copper. A magnet will not stick to a copper pipe.
    • If it is smooth and red, blue, white, or black, the pipe is plastic. A magnet will not stick to a plastic pipe.
  4. Report your service line material in this SURVEY
copper pipe
Dull brown or greenish: You DO NOT have a lead service line
Galvanized Steel Pipe
Grey or silver: You DO have a galvanized steel service line that should be replaced. A magnet will stick to a galvanized steel service line.
Lead Pipe
Grey or silver: You DO have a lead service line that should be replaced.
Red, blue, black, or white: You DO NOT have lead service line.

ENTERPRISE ENVIRONMENTAL POLICY

THE MIDDLESEX WATER ENTERPRISE WILL:

• Comply with, or produce results better than, applicable laws and regulations set forth by state utility commissions and government environmental regulatory agencies.

• Include the consideration of environmental impact in all business strategies, initiatives and project plans.

• Work to ensure a reliable source of water supply.

• Promote respect for the environment as part of our Company’s culture among employees and our suppliers in their daily operations.

• Focus on reducing the amount of water lost (non-revenue) in our distribution system and employ leak detection and other available technology to achieve this goal.

• Prevent pollution, reduce waste and minimize the consumption of resources to minimize risks to the environment.

• Continually work to educate customers about the importance of protecting and preserving our natural resources and the importance of wise water use.

• Educate, train and motivate employees to carry out tasks in an environmentally responsible manner.

• Build in system resiliency to mitigate effects of climate change and other short and long-term climate related challenges.

• Use efficient practices that save fuel, energy and water.

• Work with our industry and legislative representatives to shape public policy and legislation that supports water objectives and helps ensure safe drinking water.

• Invest prudently in our systems for infrastructure stability, operational resiliency and continued sustainability utilizing sound asset management planning.

• Engage with our community to ensure responsiveness to local needs and interests.

• Work in collaboration with our communities, local municipal officials and our vendors to ensure a clean, safe, reliable and resilient water supply.

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